Practicing Human Centered Design at Emerson
Jay Elkerton
Director of Human Centered Design
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Agenda
• Introduction
• Goals of Human Centered Design (HCD)
• Overview of Human Centered Design Methods
• Method Sets for Core Design Practices
− Stakeholder Maps and Personas
− Heuristic Usability Evaluation
− Rapid Development and Iterative Product Testing
• Human Centered Design in Product Development
• Summary
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Our Team and Partners
Jay Elkerton, HCD Director
James Reger, HCD Strategist
John Allwein, Mobile and Content Strategist
Christina Koffskey, HCD Analyst
Duane Toavs, Director – Human Centered Design Institute
Pete Maher, COO
Chris Pacione, CEO
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Our Goals and Tactics
Develop awareness, compression and practice of human centered design across all businesses
Central mentoring staff
World-class training program
Core design practices
Strategic projects
HCD lead development in businesses
Design partners
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Our Approach
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Our Approach
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Our Approach
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Our Approach
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Our Approach
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Our Approach
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Building on Success – Emerson Process Device Dashboards
Before
After
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Consistent Dashboards for Emerson Process Devices
• Similar user experience regardless of protocol or device
• At-a-glance device status displays
• Gauges for process monitoring
• Single click access to troubleshoot and resolve problems
100+ available
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Our Design Practice Framework
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Our Design Practices Method set used for researching and understanding the process management customer environment
Method set used for reviewing process management applications
Method set used for improving products through rapid development and iterative user testing
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Research-based Stakeholder Maps and Personas
A sequence of methods to develop,
document, and share a deep
understanding of customer users, tasks
and environment
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Use of Stakeholder Maps and Personas
• Stakeholder maps and personas used extensively in product development
• Available on HCD websites and project areas
• Used as part of other method sets
Heuristic evaluation
Rapid development and product testing
• Continuing to be managed and developed
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Heuristic Usability Evaluation
A sequence of methods to quickly
inspect and prioritize usability
opportunities from user and task
perspectives using heuristic principles
(rules of thumb)
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Emerson Usability Heuristics
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Inspection Process
Heuristic evaluation is employed strategically to
engage in cross-business unit human centered
design review using a network of trained inspectors
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Focus on Users and Tasks
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Tools and Templates for Usability Review
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Example Detailed Results
Resnick, M.L., Elkerton, J., Maher, P., Pastel, R., Rodriguez A., and Kelley, J.
(2013). Triangulation of multiple human factors methods in user experience
design and evaluation. In Proceedings of the Human Factors and
Ergonomics Society 56th Annual Meeting. Santa Monica, CA: Human Factors
and Ergonomics Society.
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Methods to Summarize and Prioritize
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Use of Heuristic Usability Review
• Conducted on over 50 products
• Heuristic evaluation workshops offered to train inspectors world-wide
• Over 50 inspectors have been trained and perform product inspections
• 8-10 reviews conducted yearly
• Reviews are an early entry point for other HCD methods
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Rapid Development and Product Testing
A sequence of methods to rapidly
develop and evaluate products with
iterative user feedback
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Rapid Development and Product Testing
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Workshop Agenda
INTRODUCTION
o Opening Remarks
o Introductions
o Workshop Overview
______________________________ PART 1:
PLANNING & RUNNING A USABILITY TEST
o Usability Testing Demonstration
o Usability Testing Deep-dive
o Usability Testing Exercise
_______________________________ PART 2:
GETTING FROM FINDINGS TO INSIGHTS
o Affinity Clustering
o Importance/Difficulty Matrix
o Report of Findings
Day 1 PART 3:
RAPIDLY ENVISIONING POSSIBLE
SOLUTIONS
o Thumbnail Sketching
o Storyboarding
o Rough & Ready Prototyping
____________________________ PART 4:
GETTING FROM FINDINGS TO INSIGHTS
(ALTERNATIVE PATH)
o Usability Testing
o Rose, Bud, Thorn
o Affinity Clustering
Day 2
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Use of Rapid Development and Product Testing
• Workshop conducted 3 times world wide
• 4 business units have adopted the core practice
• Approach showcased at our Emerson User Exchange
− 3 years running: Americas and Europe
− Over 25 products tested in various phases of development: paper to final product
− 200+ customers provided feedback
− Business units design products, help run tests, and analyze results
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Human Centered Design in Product Development
• New product development
− Stage/gate process - 8 phases, 7 gates
− Market research to product release
• Human centered design deliverables for 4 phase and gates from idea generation to development:
− Human centered design lead
− Human centered design plan
− User identification and description
− Task and scenario identification and description
− Prototype development
− Usability review and/or usability testing
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Human Centered Design Project Checkups A practice and worksheet to assess the Human Centered Design for projects:
• Licensed from MAYA Design
• 90 minute checkups conducted by Human Centered Design Institute staff
• Performed repeatedly to check and prescribe a Human Centered Design plan
• Used to help meet requirements of New product development with HCD
• Identifies strengths and opportunities for method user (e.g., personas, heuristic inspections, usability testing)
• Performed quarterly
Focuses on:
• HCD lead, team and plan
• Understanding users and tasks
• Supporting development of prototypes for review and testing
Human Centered Design (HCD) Checkup Worksheet
9 Business Units, 14 Projects
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Summary
Very active human centered design community
– Executive and management support
– 500+ people trained across business units
– Training continues with Emerson certified instructors
– HCD leads and inspectors active in business units
– Monthly community forum
Growth areas
– Customer engagement
– Greater design involvement
– Metrics and business case success stories
– Online tools
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Thank you
Questions?
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Thank you
Questions?